Home | About Us | Services | Ideas & Insights | Contact Us

Agent Performance



Areas we look at include:

Goals. Are there clear, well-defined goals? Are there standards of good performance? Are individuals given individual goals? Are the goals SMART (specific, measurable, acceptable, realistic, and time-framed)?

Metrics. Are agents’ performance metrics aligned with the call center mission and overall business goals? Do metrics include measurements for quality, productivity, and time management? How is agent performance measured? How does management track and use “actual” performance against targeted goals?

Process. Is there a clearly-defined performance improvement cycle?

Feedback. Do the agents know how they are doing? Do agents know where they need to improve? Does each individual have a written development plan? How often does the agent see “actuals” to compare how they are doing relative to their goals and relative to other agents?

Tools. Is there a validated competency model? Do supervisors have effective communication and coaching skills? Does the agent have the tools and resources necessary to improve? Do agents believe there is adequate training?

Incentives and recognition. What incentives and recognition programs reinforce performance improvement? Does the agent feel appreciated?

Job satisfaction. Do agents know their “fit” within the organization? Does the agent feel his job is important? Is the agent motivated to come into work everyday?



Typical outcomes include:

Improve performance by developing better coaching processes, developing supervisors to become performance coaches, and creating an open communication and learning culture.

Improve agent performance by implementing a performance improvement process based on a verified competency model, skill mastery, feedback, and individual performance plans.

Improve performance through bonuses and recognition programs.

Meet short-term goals by creating a focused effort using incentive programs that are fun for agents.

Improve customer satisfaction by improving job satisfaction.